IT Service Desk Agent (Tampa, FL)

About the role

We are looking for a motivated IT Service Desk Agent to join our growing Tampa team. You will provide first‑line technical assistance to employees through phone, email and chat, ensuring issues are resolved quickly or escalated appropriately.

Key responsibilities

• Deliver frontline technical support via phone, email and chat.
• Respond to user inquiries promptly and professionally.
• Troubleshoot and resolve hardware, software and network problems, escalating when necessary.
• Record all incidents and requests in the Freshservice ticketing system.
• Maintain high customer satisfaction and first‑call resolution rates.
• Collaborate with other Service Desk team members.
• Perform other duties as assigned.

Required profile

• Minimum 2 years of experience in a Service Desk or Helpdesk role.
• Strong written and verbal communication skills.
• Excellent problem‑solving ability and capacity to multitask in a fast‑paced environment.
• Willingness to work flexible hours, including weekends and holidays.

Required skills

• Active Directory administration.
• Microsoft Office 365 applications.
• Freshservice ticketing platform.
• Basic networking concepts.
• Familiarity with VMware Horizon virtual desktops (preferred).
• Experience with Salesforce (preferred).
• ITIL Foundation certification (preferred).
• Remote support tools (preferred).

What we offer

• Medical and dental insurance.
• 401(k) retirement plan.
• Paid time off and paid holidays.